Job description
Cartrack is seeking a dedicated Quality Assurance Specialist to join our dynamic customer service and sales operations in Poblacion, Metro Manila. This role focuses on evaluating sales calls, monitoring agent performance, and ensuring adherence to company policies and regulatory requirements. You will partner with Training, QA, and Operations teams to raise service quality, drive better outcomes for customers, and support our local accounts. If you have a keen ear for customer interactions, strong analytical abilities, and a passion for coaching, this is a great opportunity to advance your career in a growing organization.
As part of our Quality Assurance team, you will play a pivotal role in maintaining high standards across all customer interactions. We value data-driven decision making, continuous improvement, and collaborative problem solving. This position offers the chance to influence training programs, calibration sessions, and performance dashboards that directly impact customer satisfaction and sales results. This role will help ensure compliance with scripts, product knowledge, pricing and promotions, and regulatory requirements across a bilingual contact center environment.
Join us and contribute to a culture of excellence in a fast-paced, customer-focused setting, with opportunities for career growth within Cartrack’s Philippines operations.
Responsibility
- Review and evaluate recorded outbound and inbound sales calls for quality, accuracy, and compliance with scripts and policies.
- Score interactions using a standardized QA rubric and provide actionable feedback to agents and supervisors.
- Identify trends, root causes, and opportunities for process improvement; partner with Training and Operations to close gaps.
- Monitor adherence to pricing, promotions, and regulatory guidelines; escalate non-compliance as needed.
- Coach agents on communication skills, product knowledge, objection handling, and upsell techniques.
- Maintain QA documentation, scorecards, dashboards, and calibration records; report insights to leadership.
- Participate in calibration sessions to ensure consistency and fairness across teams.
Qualification
- Bachelor’s degree or equivalent experience in a related field.
- 1-3+ years of quality assurance experience in call centers or sales-focused environments.
- Strong listening, analytical, and coaching skills with the ability to deliver constructive feedback.
- Experience with QA software, call monitoring tools, and CRM systems (e.g., Salesforce, Zendesk) is preferred.
- Excellent English communication skills; Filipino language proficiency is a plus.
- Detail-oriented, data-driven, and able to work cross-functionally and manage multiple priorities.
- Commitment to confidentiality and high ethical standards; adaptable to a fast-paced environment.